2008 is a year in which the Head Office seeks reform, and it is also a year in which the Head Office develops rapidly. Over the past year, according to the working goal of "quality, reform and development" put forward by the head office at the beginning of the year, and under the care of the leaders of the head office, all the staff have worked hard, strived for progress and kept innovating, which has further improved the management and service quality of the property management center and achieved certain results. The work in 2008 is summarized as follows:

First, brand building.

The property management center always regards improving the quality of property management services as the first choice for its operation, and adheres to the purpose of "dedication to the school, honest service, strong guarantee and pursuit of Excellence" of the head office. At the beginning of this year, the center began to build the brand effect of "first time, first service" of the property management center, and improved the operational efficiency and competitiveness of the property management center.

(A) the implementation of ISO quality management system

The property management center has always implemented the ISO9000 quality management system, fulfilled the requirements of the "Quality Year" of the head office, insisted on monthly 1-2 property quality cross-inspection, notified and implemented the improvement work, and formulated and implemented the "Quality Service Plan" and "Ping An Red May Service Plan". In addition, according to the requirements of ISO quality management, the management system documents were partially revised.

(B) the formation of customer satisfaction as the center of the quality system

"Service-oriented, customer first", in this year's work, the property management center focused on strengthening communication with owners and users, mainly doing the following work:

1. Actively contact the office units of the teaching building and office building, do a good job in temporary surprise tasks such as daily property management, and ensure the normal teaching and office order of the building and office building. For example, assist the Academic Affairs Office to do a good job in students' exams and the CET-4 and CET-6, cooperate with the SASAC and graduate department to handle 1000 sets of desks and chairs in the classrooms on the fifth and sixth floors of Mingde Building, and cooperate with the school functional departments to hold the Mao Yisheng Fund Awards Conference, orient the venue, and arrange the red song venue and the surrounding environment.

2. In case of emergency, post warm tips in time, and stick to posting blackboard newspapers and blackboard newspapers in time in the family area; For example, New Year's Day, Spring Festival, Labor Day, 60th anniversary, the blackboard newspaper against H1N1.

3. Hold "165438+ 10/8 Property Customer Service Contact Reception Day" and issue "Jiaotong University Property Safety Quality Service Card" to solicit opinions and suggestions from owners in their families' areas on property services; Post the service contact number, so that everyone can contact the property management center to deal with related matters as soon as possible, and strive to satisfy the teachers, students and employees of the whole school.

Second, the internal daily management work

(A) the quality of personnel

In order to improve the operation efficiency and core competitiveness of the property management center, at the beginning of this year, the property management center formulated a series of training plans, actively carried out various knowledge trainings, and strived to improve the comprehensive quality and service quality of employees. Training is divided into two categories, one is the training of ordinary employees, and the other is the training of management cadres. Staff training includes: training employees in quality, etiquette, skills and quality requirements by using weekly morning meetings of various departments, and the training contents mainly include corporate culture training and professional and technical training; The training of management cadres mainly focuses on the new version of Chongqing Property Management Regulations and the new version of GB/T 1900 1-2008 quality management standards. Through training, the comprehensive quality of employees has been improved, their working attitude has been improved, their spirit of unity and cooperation has been stimulated, and the service quality has been greatly improved.

(2) Safety

In 2009, under the correct leadership of the head office, all members of the security department insisted on serving the normal teaching and scientific research order of the school and the safety of the lives and property of teachers and students, strengthened the comprehensive management of the school park, made full use of various publicity and education means, existing property management regulations, internal security regulations of the head office and property law, gave full play to the favorable conditions of security, and spared no effort to safeguard the safety of people, cars and things on campus.

1, according to the idea of "safety, quality and development" put forward by the head office, combined with the specific work of the security office as the actual focus, strengthen the management of people, vehicles and things in the campus.

2. Establish the past post management system, register visitors and articles, and implement the "one car, one pole, one license" release system for vehicles.

3. Strengthen the patrol scope of the whole region. During the day, the team members conduct cross patrols and monitor each area from time to time. Patrol in different hours at night, affected by seasonal changes. Team members patrol in batches to prevent problems before they happen.

4. Strengthen the safety inspection of all fire control facilities and equipment on campus. To achieve a high sense of responsibility of "prevention first, combining prevention with elimination, hidden dangers are more dangerous than open flames, and responsibilities are more important than Mount Tai".

(3) Cleanliness and environmental sanitation

1, always in accordance with the requirements of ISO quality management system, adhere to the "Monthly Report on Cleaning Quality Inspection" to strictly assess each responsible area item by item, and basically complete the tasks assigned by the head office.

2. Strictly implement the cleaning procedures, and clean the teaching building, office building, bathroom and corridor around the clock. ; Clean dustbins, handrails, doors, etc. All-weather, and clean up the garbage in time to create a clean and comfortable living and office environment for teachers and students.

3. Prune the main roads in the family area and the trees that affect the residents behind the building in the family area, and the cleaning staff shall be responsible for the weeds in the green space in the form of the responsibility area.

(4) Maintenance

1. In the management of public facilities and equipment, a complete maintenance plan and emergency plan are formulated, and various facilities are regularly maintained and inspected in time, so that daily inspections are registered and minor repairs are recorded. When problems are found, repair and handle them in time, and do a good job in the maintenance of elevators and fire fighting equipment.

2. With the help of the holiday and maintenance department, the floor tiles of about 1 1,000 square meters that burst on each floor of the second teaching building were repaired and replaced.

3. The roofs of some family buildings are leaking, the water pipes are rusty, and many families have problems with water and electricity, so the maintenance task is heavy and difficult. The property management center actively coordinates with residents, and cooperates with the energy center and the engineering team, so that the energy center and the engineering team can smoothly carry out water, electricity and civil maintenance work in the family area.

4. In order to save money, some facilities and equipment with low damage are maintained by themselves, such as more than 200 sets of tables and chairs and more than 0/00 doors and windows in the first and fourth teaching buildings.

(5) Greening

1, responsible for the greening and daily management of more than 200,000 square meters in the hospital, as well as providing various plants and flowers for offices and meetings of various departments in the hospital.

2. Assist the engineering company and the Ministry of Infrastructure to complete the plant transplantation in swimming pool, Qinghonglou, head office and Daping campus. * * * Transplanted more than 600 trees, 1 1,000 shrubs, and the ground cover was 500m? Newly planted lawn in the motorcade 150 m2.

3. At the opening of the New Year and National Day, we will welcome meetings of all sizes, such as the Deputy Director of the National People's Congress and the Vice Minister of Communications, and arrange more than 50,000 pots of grass flowers.

4. Breeding plants: cold sprayed seedlings 10000 plants; Chrysanthemum 2000 pots; 3000 pots of grass flowers in spring; Cutting seedlings (including moth, Ligustrum lucidum, Acer truncatum, hibiscus, lilac, etc.). ) are tens of thousands of seedlings.

In the school's activity of "advocating ecological civilization and building a green campus" and students' voluntary tree planting activities, * * * planted hundreds of plants together.

6. In the greening leasing business, the flower leasing volume of two outward expansion businesses (Nanping and Ying Ji Institute) increased by more than 65,438+000 pots.

(6) Other aspects.

1, actively cooperated with various meetings of the school and various meeting services of secondary units, and completed important meeting services such as inspection by Vice Minister of Communications 178 times and more than 500 ordinary meetings throughout the year.

2. Do a good job in sending and receiving emails and subscribing newspapers and periodicals on campus. 25,828 pieces of mail were sent and received throughout the year.

3, pays special attention to the fire prevention work and the handling of potential safety hazards. Since the beginning of this year, more than 30 people have been organized/kloc-0 to dispose of all kinds of sundries in the corridors of 28 family buildings in the family area to eliminate potential safety hazards and keep the fire exits open.

4. Take the initiative to contact the residents in the family area, replace the air-conditioning tripod with potential safety hazards, derust the rusty tripod, brush the antirust paint, and do a good job in the safety prevention of teachers, students and employees in the family area.

5. Intensified efforts to rectify the order of the farmers' market and the "dirty, chaotic and poor" governance, and the market order and environmental sanitation have taken on a new look. Clean up the sundries on the ceiling of the market outlets twice a week, add fire extinguishers for every household in the market, rectify the over-selling operation, and put all the rickshaws entering and leaving the market in a unified place to make the motor vehicles park in an orderly manner.

6. Do a good job in the "four pests" work in the family area and the farmer's market, arrange the weekly pesticide prevention and control work, and put rodenticide on a regular basis; Deal with the hornet's nest in the family area and campus in time to ensure the personal safety of teachers and students.

7. Do a good job in energy conservation. In addition to regularly promoting energy-saving knowledge to employees and raising their awareness of energy-saving, some small slogans promoting energy-saving knowledge have been compiled and posted in various teaching buildings and administrative buildings.

8. Do a good job in the relocation of the head office to the bottom of the brothel, timely deploy personnel to clean up the brothel office and corridor, and package, carry and install office supplies and electrical equipment.

Three. Important work completed this year

(1) Do a good job in the prevention and control of virus A (H 1N 1). Under the leadership of the school and the head office, be fully responsible for the cleaning and hygiene work, the deslagging of domestic garbage and medical garbage, the laying and daily replacement of new mattresses, the daily disinfection of isolated areas, and the food delivery of isolated personnel during the H1N1 flu.

(2) Carry out the policy of catering led by the head office. In addition to the property management of the ecological canteen, actively cooperate with the catering company to do all the work of the first food festival, and cooperate with the catering company to rectify the toilets, doors and windows and the surrounding environment of Zhiyuan No.3 canteen. While expanding outward, the catering center also assists the catering center to do all kinds of backup work, such as sending personnel to Pengshui, Hechuan, Science and Technology Museum, Nankai Middle School and other places for cleaning, maintenance and management.

Four. Existing problems and lessons learned

Although we have made some achievements in our work in 2009, we are also deeply aware of our shortcomings and there are still many places that need to be improved and strengthened:

First, the overall quality and service awareness of managers need to be further improved. In this year's work, due to the lack of management services, some office items in Mingde Building and Teaching Building 2 were lost, which had a bad influence and the actual handling ability needs to be improved.

Second, communication and understanding with the owners are not enough;

Third, the quality of maintenance services, security services and cleaning services needs to be strengthened and improved;

Fourth, the property management center is unprofessional and the management mode is too single.

In view of the above problems, we will learn from experience and lessons, strive to improve employees' business skills and management level, and carry out colorful communication activities with owners to do our work better.

In the new year, we will speed up the pace, constantly improve our own property management level, constantly improve various management work, keep our feet on the ground on the road ahead, make persistent efforts, forge ahead and contribute to the development of the head office.

Please accept it as the best answer, thank you.